Refund & Exchange Policy

Pocket Perfume strives to provide its clients with only the best products and services; thus, appropriate measures have been put in place to ensure that staff as well as suppliers are fully aware of the return and exchange policy of Pocket Perfume. Kindly take notice that a customer till slip functions as their guarantee. Accordingly, take further notice that goods will be refunded or exchanged, only in accordance with the relevant provisions of the Consumer Protection Act, in that if the goods were defective, unfit for purpose or failed due to a design or manufacturing flaw. Customers will be required to present their original tax invoice or till slip or other proof of purchase for purposes of refund and/or exchange. In the event that the product shows a manufacturing defect such as the pump not working and or the product leaking the product will be replaced with a similar size as to what was left of the product. (i.e., if half a 35ml is left then we will replace it with a 15ml of the same fragrance).

Pocket Perfume reserves the right to refer returned goods for technical assessment by the manufacturer prior to repairing, replacing, or refunding an item should it prove impossible to determine the cause of the damage and/or defect in store. Accordingly, Pocket Perfume undertake to provide the customer with feedback within a period of 10 – 15 business days from receipt of the returned goods.

RETURNS:

1. 14-Day money back guarantee:

At Pocket Perfume we pride ourselves on the quality of our products and we strive to provide the South African consumer with value for money. However, in the unlikely event that a customer is dissatisfied with our product and or our customer service and elects not to exchange their product for another, Pocket Perfume undertakes to provide a full product refund within 14 days of purchase of an online order provided the product is in its original condition and the customer can furnish proof of purchase. 

EXCHANGES:

2. 60-Day exchange period:

In order to qualify for an exchange, goods must be in their original condition, and the customer must be able to provide a receipt within 60 days of purchase. If the product was purchased at one of our authorised retail partners, the exchange will be at the discretion of the store where the purchase was made, in accordance with their own return and exchange policies.

CONDITIONS:

3. Kindly take note that our 14-day money back guarantee/ 60-day exchange Refund Policies will not apply in the following instances:

- If the product is not in its original condition.

- If the perfume or bottle has been damaged by negligence e.g., dropping the bottle.

- If the perfume or bottle was left in a very hot area or in direct sunlight. (This will cause leaking and may even cause the bottle to explode.)

- If the bottle has been damaged by misuse or abuse.

- If the goods have been altered in any way.

- If the perfume and/or the bottle have been used for a purpose other than the purpose for which they were intended.

- If there is any sign of tampering.

- Only full priced items may be refunded/exchanged.

- Once a return has been approved, the customer will receive the refund in the same manner as payment was made.

- There will be no refunds or exchanges on discounted products or products that are bought on sale.

ONLINE ORDERS REFUND/EXCHANGE PROCEDURE:

In the event that you:

1. Received the wrong order or incorrect products,

2. Received damaged or faulty products,

3. No longer want the product that you have ordered.

Kindly see the procedure outlined below:

PLEASE NOTE THAT YOU ARE REQUIRED TO CONTACT US NO LATER THAN 14 DAYS AFTER RECEIPT OF YOUR ORDER

Step 1 – Contact

- Please email onlinesupport@pocketperfume.co.za with the following information in the email:

- Your order number (XXXX)

- A contact number

- Explain the reason for the return. If the wrong order has been delivered, please do not spray it as you may be liable for the purchase of the product.

- If the product is damaged, or if the wrong product has been delivered, please could you include a photo of the product concerned.

Step 2 – Collection / Return

Depending on the circumstances we may arrange a courier to collect the product concerned, or arrange an exchange with a retail partner store nearest to you. Alternately you may be asked to return it by courier to the Pocket Perfume Head Office (Maitland, Cape Town). Refunds may only be issued if the product(s) arrives at the Pocket Perfume offices in a resalable condition so please ensure care is taken when packaging the product(s). (Please see paragraph 4 below on when the courier cost is for the company’s account or for the customer’s account.)

Step 3 – Processing

Once the product(s) are received at Pocket Perfume we will process the return. This may take up to 3 days to complete. In the event of the wrong product being delivered, your correct order will be dispatched without delay or an exchange arranged with a retail partner store nearest to you.

Step 4 – Refund/Replacement

In the event that you are eligible for a refund, the refund will be made via EFT into the same account used to purchase the goods. Please note EFT refunds may take up to 7 working days to reflect in your account. In the event that you are eligible for a replacement product, a new one will be shipped to you or an exchange arranged with a retail partner store nearest to you.

4.ONLINE ORDERS REFUND/EXCHANGE POLICY

4.1 Please take notice that the conditions for return and/or exchange of goods purchased in-store, remain applicable in respect of goods purchased online.

4.2 For refunds, the courier fee for returning the goods to our head office in Maitland, Cape Town will be for the customers’ account. The Company must be notified of the intent to return within 14 days of receiving the products

4.3 For a customer’s first-ever product exchange, the courier fee for sending the item back must be paid within 60 days of receiving the product. Pocket Perfume will cover the courier cost of sending the replacement item back to the customer. Alternatively, if one of our representatives is in the area, we can arrange a collection at the customer’s earliest convenience at no cost. Please note: this benefit is only available once per customer in their lifetime.

4.4 However, for any subsequent exchanges, the customer will be responsible for both the return and delivery courier fees.

4.5 Shipping costs are non-refundable. If you receive a refund, the cost of the shipping will be deducted from your refund.

4.6 If you are returning an item, we suggest you make use of a trackable shipping service or in the alternative, purchase shipping insurance. Pocket Perfume cannot guarantee that we will receive your returned item.

4.7 If you are returning an item because:

- The product that you ordered was not delivered, or

- The product is damaged and/or defective due to a manufacturing error. Pocket Perfume will be responsible for paying for the shipping costs for returning your item to the Pocket Perfume Head Office in Maitland, Cape Town and the delivery of the correct item or an exchange arranged with a retail partner store nearest to you.

COMPLAINTS

We take complaints from customers very seriously and will contact you as soon as reasonably possible. Kindly email onlinesupport@pocketperfume.co.za